Crisis Triage/Call Center Support Specialist

 

Crisis Triage/Call Center Support Specialist

You're passionate, purpose-driven, and you envision a community of healthy and productive individuals. You care about improving lives by providing clinically excellent and accessible behavioral health services.

Join us on our mission and come be a part of our positive company culture filled with diverse talent, clinical excellence, and dedication to supporting the needs of our communities.

Salary & Benefits

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  $19.00 per hour, depending upon experience.
• Licensure reimbursement
• Clinical supervision hours towards independent licensure
• Career advancement opportunities
• Professional development and paid CEUs
• Additional compensation for advanced licensure
• Health, dental, and vision insurance
• Long-term disability
• 401k retirement options with company match as of day one
• Generous paid leave options
• 11 paid holidays
• Casual Friday-Sunday dress code

Primary Responsibilities

1. Crisis Hotline

• Completes all required initial and ongoing trainings recommended by agency
• Answers Crisis Hotline calls
• Asks each crisis hotline caller required screening questions
• Understands when to dispatch MRT (mobile response team)
• Schedules crisis assessments or priority assessments
• Collaborates with community providers to ensure safety and continuity of care
• Attends monthly crisis supervision meetings
• Consults with supervisor about case interventions when needed
• Demonstrates ability to de-escalate callers
• Receives feedback regarding quality assurance
• Provides feedback to team on enhancing outcomes or efficiencies regarding crisis care

2. Answer incoming phone calls including but not limited to:

• Assist clients with scheduling or program questions
• Medication Refills
• Outreach calls
• Basic billing questions and over the phone payments
• Medical records

3. Performs some receptionist duties:

• Greets all callers using professional and pleasant conduct
• Verifies client demographic information to a degree of 100% accuracy
• Collects credit card payments, enters in to the computer software, to a degree of 100% accuracy. Mails receipts to client upon request.
• Is responsive and accurate in directing calls to the appropriate areas
• Encourages clients to reschedule immediately when cancelling appointments, verifies medication refills needed at time of reschedule.
• Work schedule is flexible dependent upon times of high call volume
• Keeps up to date accurate records of day to day operations

4. Answers calls with efficiency:

• Maintains communication with the caller until the issue is resolved or question is answered.
• Knowledgeable about agency policies and procedures

5. May be responsible for covering an evening shift and flex overtime.

6. Reports daily activities and other pertinent information to a degree of 100% accuracy

7. Locks all client information before leaving to a degree of 100% accuracy.

8. Demonstrates pleasant, professional and efficient conduct in person and on the telephone as evidence by receiving no complaints regarding voice tone, accuracy, kindness, and responsiveness.

9. Provides support to the clinical staff of the agency as needed. Types clinician correspondences, sends faxes, scans necessary documents to ECR and makes copies within one work day of receiving request to do so.

10. Develops and maintains positive collaboration with other agencies.

11. Maintains agency-required annual training including, but not limited to, client rights and grievances, safety training, infection control, crisis training, and others as required by ODMH/ODADAS.

11. Adheres to all organizational and departmental policies, including compliance with all behavioral and ethical expectations.

12. Responds to tasks assigned by supervisor and administration in a timely manner and meets all stated deadlines.

13. Assists other support staff in their absence and with overflow of other duties.

14. Has no unexcused absence from assigned meetings and trainings.

15. Have no more than two unexcused absences per quarter.

16. Other clerical tasks as assigned by supervisor.

Education, Certifications, and/or Experience

• Education: High School Diploma
• Experience in mental health /alcohol and drug field; at least one year in customer service position; at least one year working with multi-phone system.
• Certification: First Aid, CPR, and Crisis training.
• Ability to effectively communicate with clients and the public.
• Demonstrate data entry skills.

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